About this role
What You Will Do
- Team Management: Manage and work with Team Leads and their combined pods, setting clear performance expectations and holding regular one-on-ones.
- SLA & Quality Ownership: Own segment-level SLA, aging, and quality metrics across all in-scope AML workstreams; drive corrective action plans where targets slip.
- Escalation Resolution: Serve as the escalation point for complex Transaction Monitoring alerts, ambiguous typology matches, and cross-functional queries requiring judgment beyond Team Lead level.
- Calibration: Run